JSD Automation: Reopen on customer comment issue

Hi there,

I've configured an automation rule, that should enable customers to reopen closed tickets when the add a comment.

Unfortunately the tickets are now also reopened, if an service desk agent closes the issue with a comment in the ResolveIssue Screen.

Is there any way to circumvent this?

Any help is highly appreciated.

Best regards

1 answer

This widget could not be displayed.

Add a condition to the automation rule that ensures a customer can only reopen tickets that are closed.

If you need more help, please post a screen shot of your workflow and automation rules.


This condition is already part of the automation rule. But the issue is, that when a agent closes an issue the following is visible in the history:

  • The issue is transitioned to closed.
  • The comment is added.

So the issue is that the comment is added, when the issue has already been closed with the closeissue dialog.

Any ideas how I could add the condition "only via customer portal"? 

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted yesterday in Jira

Atlassian Research Workshop opportunity on Sep. 28th in Austin, TX

We're looking for participants for a workshop at Atlassian! We need Jira admins who have interesting custom workflows, issue views, or boards. Think you have a story to sha...

48 views 2 2
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you